Cisco Unified Contact Center Express Installation Guide Release 9.0(1)
Postinstallation tasks
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Postinstallation tasks

After installing Unified CCX on your server, you must set some configuration parameters and perform other postinstallation tasks before you start using it.

See the following table for a list of postinstallation tasks.

Table 1 Postinstallation Tasks

Post-Installtion Task

Important Notes

Perform the initial setup for the first node of Unified CCX.

See the Initial setup for first node if you have a single node setup.

Perform the initial setup for the second node of Unified CCX.

See Perform initial setup for second node if you have a two node setup.

The locale English_United_States installs automatically on the server; however, you can add new locales to the server, if required.

See the Cisco Unified Communications Operating System Administration Guide available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

If applicable, configure any network management systems in use at your site.

See the Cisco Unified Serviceability Administration Guide available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

Back up your Unified CCX data daily.

See the Cisco Unified Contact Center Express Disaster Recovery System Administration Guide available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

Initial setup for first node

After you install Unified CCX, use the Unified CCX Administration web interface to perform the initial system setup.

The Unified CCX Administration is a web-based application that allows you to control, configure, and monitor many functions of your Unified CCX system. The setup procedure that you perform depends on:

  • Your deployment of Unified CCX with Unified CM
  • Your deployment Unified CCX is SA (single-node) or HA (two-node).

If you later need to update information that you specify during the setup procedure, you can use Unified CCX Administration to make changes. For more information, see the Cisco Unified Contact Center Express Administration Guide, available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

Initial setup for deployment with Unified CM

After you complete the installation of Unified CCX 9.0(1), you must access the Unified CCX Administration web interface through its Authentication page (using the Application username and password that you created during installation) to perform the initial setup procedure.

Perform initial setup on Unified CCX server

To perform the initial setup on the Unified CCX 9.0(1) system, complete the following steps:

Procedure
    Step 1   From any computer in the network that meets the requirements, enter the following URL in a Web browser:

    http://<servername>/appadmin

    where, servername is the host name or the IP address of the server on which you installed Unified CCX.

    The Cisco Unified CCX Administration Authentication window appears.

    Note   

    While accessing the Unified CCX Administration for the first time, a security alert message might appear prompting you to install a security certificate (signed by a third party) if you have not installed a security certificate. This security certificate is required for a secure connection to the server.

    For more information on how to install a security certificate, see the Cisco Unified Contact Center Express Administration Guide Release 9.0(1), available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

    Step 2   In the Cisco Unified CCX Administration Authentication page, enter the Application username and password that you created during installation (see Node configuration table).
    Note   

    Since the Application user password is case-sensitive, make sure that you enter the password exactly as created.

    Step 3   Click Login. The Cisco Unified CCX Administrator Setup window for the initial setup procedure displays.
    Step 4   Choose Fresh Install and then click Next to continue.

    The Cisco Unified CM Configuration—Service Provider Configuration window displays.

    Step 5   In the Cisco Unified CM Configuration—Service Provider Configuration window, enter the Unified CM hostname or IP address, AXL Admin User Name and Password in the respective fields for the Unified CM that you have installed for communicating with Unified CCX 9.0(1), and then click Next to continue.

    The License Information window displays.

    Step 6   In the License Information window, click Browse to select the license file that you have purchased, and then click Next to continue.

    The License Information window with validation information displays.

    Step 7   Verify the validation information that appears in the License Information window and then click Next to continue.

    The Component Activation window displays.

    Step 8   Wait until all the components get activated. After all the components are successfully activated, click Next to continue.

    The Publisher Activation window displays.

    Step 9   Select the checkboxes corresponding to each datastore to activate the Publisher. If the checkboxes corresponding to the listed datastores are already selected and grayed out, it means this is the first node in the cluster which would be the Publisher by default. Click Next to continue.

    The Cisco Unified CM Configuration window displays.

    Step 10   In the Cisco Unified CM Configuration window, the Cisco Unified CCX 9.0(1) AXL Service Provider Configuration area for a Unified CM Cluster setup displays a list of IP addresses of the AXL Service Providers sorted by priority, where the Unified CM Publisher is listed first followed by the Unified CM Subscribers. During the AXL Service Provider Authentication in the Unified CM Cluster deployment, the priority is given to the Unified CM Publisher. However, if the Unified CM Publisher is offline or not available, the next available Unified CM Subscriber is chosen for user authentication. You can also change the priority of the AXL Service Providers, if necessary, by selecting the IP address of an AXL Service Provider in the list and clicking the up and down arrow.
    Note   

    As per the Unified CM design, even if the Unified CM Publisher is listed after a Unified CM Subscriber, the system will use the Unified CM Publisher for authentication. However, if the Unified CM Publisher is offline, the Unified CM Subscriber will use its own database to authenticate.

    1. In the AXL Service Provider Configuration area, do the following:
      • Move the IP address of the Unified CM server or servers that you want to use as the AXL service provider from the Available AXL Service Providers list box to the Selected AXL Service Providers list box. By default, the Selected AXL Service Providers list box is pre-populated with the IP address of the server that you specified in Step 5. To move an item from one list box to the other, select the item and then click the left arrow (<) or right arrow (>).
      • In the User Name field, enter a user name for the AXL service provider, if you want to change the name that displays. This field is pre-populated with the user name that you specified in Step 5. The AXL Admin user name must not be the Unified CM Administrator username. In case you specify a user name other than the Unified CM Administrator username, add the user name of the AXL Administrator to the Standard Unified CCX Administrators group and "Standard AXL API Access" roles in Unified CM.
      • In the Password field, enter a password for the AXL service provider, if you want to change the password. This field is pre-populated with the password that you specified in Step 5.
    2. In the Unified CM Telephony Subsystem—Unified CM Telephony Provider Configuration area, do the following:
      • Move the IP address of the Unified CM server that you want to use as the Computer Telephony Integration provider for the Unified CM Telephony subsystem from the Available CTI Managers list box to the Selected CTI Managers list box. To move an item from one list box to the other, select the item and then click left arrow (<) or right arrow (>).
      • In the User Prefix field, enter an application user name for the Unified CM Telephony subsystem.
      • In the Password and Confirm Password fields, enter a password for the Unified CM Telephony subsystem application user.
    3. In the RmCm Subsystem—RmCm Provider Configuration area, move the IP address of the Unified CM server that you want to use as the Computer Telephony Integration provider for the RmCm subsystem from the Available CTI Managers list box to the Selected CTI Managers list box.

      To move an item from one list box to the other, select the item and then click left arrow (<) or right arrow (>).

      Note   

      Depending on your Unified CCX license, the RmCm Subsystem—RmCm Provider Configuration area may not be available on your system.

    4. In the User ID field in the RmCm Subsystem - RmCm Provider Configuration area, enter an application user name for the RmCm subsystem.
    5. In the Password and Confirm Password fields in the Unified Telephony Subsystem—Unified CM Telephony Provider Configuration area, enter a password for the RmCm subsystem application user.
    Step 11   Click Next to continue.

    The System Parameters Configuration page displays.

    Step 12   In the Systems Parameters Configuration window, do the following:
    1. In the Number of HR Session Licenses field, enter the maximum number of Unified CCX Historical Reporting sessions that you will run simultaneously.
    2. In the Recording Count field, enter the maximum number of simultaneous recordings that you will make.

      This field displays only if you have a Unified CCX premium license.

    3. In the Number of Outbound seats field, enter the maximum number of outbound seats.
    4. From the Codec drop-down list, choose the codec to use for prompts.
    Step 13   Click Next to continue.

    The Languages Configuration window displays.

    Step 14   In the Languages Configuration window, do the following:
    1. In the IVR Language Configuration area, choose a language from the drop-down list that you want to be available for prompts.

      A list of available languages for the language group that you selected displays under the Language Group column.

    2. If you required a custom country-specific language, select the Group Default radio button corresponding to that language in order to use it as a base for your custom country-specific language.
    3. Check the Country Specific check box for each language to install. A country-specific language includes appropriate rules for dates, times, currency, and so on, for the designated country.
    4. In the CAD Language Configuration area, choose a language from the CAD Language drop-down list that you want to be available for use in the agent desktops and supervisor desktops.
    Step 15   Click Next to continue. The User Configuration page displays.
    Step 16   In the User Configuration page, do the following:
    1. In the Cisco Unified CM Users list box, select the Unified CM user that you want to designate as the Unified CCX Administrator.

      If the desired user does not appear in the Cisco Unified CM Users list box, enter part or full user name in the Search field and click Search.

      If you are still unable to find the user in the Cisco Unified CM Users list box, you need to create a new user. For more information on how to create a new user in Unified CM, see Create new Unified CM users.

    2. Click the left arrow (<) to move the selected user to the Cisco Unified CCX Administrator list box.
    Step 17   Click Finish.

    The Unified CCX Setup Result Information window displays confirming the result of the initial setup. The Unified CCX engine restarts.

    Step 18   Close your Web browser.

    You have completed the initial setup of Unified CCX. Henceforth, the user selected as the Unified CCX Administrator (in Step 16) can access the Unified CCX Administration using the Administrator credentials.

    To change the configuration settings that you made or to perform additional configuration activities, see the Cisco Unified Contact Center Express Administration Guide Release 9.0(1), available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

    Create new Unified CM users

    To create new Unified CM users, follow these steps:

    Procedure
      Step 1   Access the Cisco Unified CM Administration Authentication window and log in using the Administrator credentials.
      Step 2   In the Cisco Unified CM Administration Setup window, choose User Management > End User.
      Step 3   In the Find and List Users window, click Add New.
      Step 4   Create an end user by specifying the mandatory fields and other required details.
      Step 5   Once the end user creation is successful, navigate back to Unified CCX Administration and in the User Configuration window, assign the newly created user as Administrator.
      Step 6   Choose Tools > User Management and then select the Administrator Capability View.
      Step 7   Click Update if the User Configuration window does not display the new end user in the Cisco Unified CM Users list box.
      Step 8   In the Cisco Unified CM Users list box, select the Unified CM user that you want to designate as the Unified CCX Administrator.
      Step 9   Click the left arrow (<) to move the selected user to the Cisco Unified CCX Administrator list box.
      Note   

      You cannot assign Administrator capability to a user ID which is the same as the application administrator user ID created during the Unified CCX installation. If you assign Administrator capability to such a user ID, an error appears.

      Step 10   Click Finish.
      Step 11   If the call center needs to be operational after you finish installing the first node, then run the Unified CCX Desktop Client Configuration Tool on this node. You can do so by logging in to the web interface of the Cisco Unified CCX Administration and then choosing Tools > Plugin > Desktop suit > Client Configuration Tool. Let the Unified CCX Desktop Client Configuration Tool run until it stops.
      Note   

      If calls are to be taken only after both nodes (in an HA setup) are up, then the Unified CCX Desktop Client Configuration Tool has to run only once, otherwise run it twice; once after the first node is up and one more time after the second node is up.

      Perform initial setup for second node

      Before you install the second node to form a Unified CCX cluster, you should configure the server details for this node on the first node.

      To configure a new server that needs to be added to form a Unified CCX cluster for an HA setup, complete the following steps:

      Procedure
        Step 1   From any computer in the network that meets the requirements, enter the following URL in a Web browser:

        http://<servername>/appadmin

        where, servername is the host name or the IP address of the server on which you installed Unified CCX.

        The Cisco Unified CCX Administration Authentication window appears.

        Note   

        While accessing the Unified CCX Administration for the first time, a security alert message might appear prompting you to install a security certificate (signed by a third party) if you have not installed a security certificate. This security certificate is required for a secure connection to the server.

        For more information on how to install a security certificate, see the Cisco Unified Contact Center Express Administration Guide Release 9.0(1), available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

        Step 2   In the Cisco Unified CCX Administration Authentication page, enter the Application username and password that you created during the installation of first node (publisher node).

        See Step 4 of Configure first node for more information.

        Note   

        Since the Application user password is case-sensitive, make sure that you enter the password exactly as created.

        Step 3   Click Login.

        The Welcome to Unified CCX Replication Wizard window displays.

        Step 4   On the Welcome to Unified CCX Replication Wizard window, enter the following:

        Field

        Description

        Cluster Server IP Address

        This field is pre-populated with the first node IP address.

        Cisco Unified CCX Administrator User ID

        Enter the user name that you created to log in to the first node of Unified CCX Administration.

        Cisco Unified CCX Administrator Password

        Enter the password that you created to log in to the first node of Unified CCX Administration.

        Network Deployment Type

        Choose the HA network deployment type as either LAN or WAN.

        Step 5   Click Next.

        The Component Activation window displays.

        Step 6   Wait until all the components get activated. After all the components are successfully activated, click Next.
        Note    If you have chosen HA network deployment type to be over LAN, the Cisco Unified CCX Setup Result Information window displays. This window confirms the result of the setup.
        Step 7   If you have chosen HA network deployment type to be over WAN, the Cisco Unified CM Configuration window displays.
        1. In the Cisco Unified CM Configuration window, enter the configuration parameters for the second node in a similar manner as listed in Step 11 of Initial setup for first node.
          Note   

          It is important for you to remember that the user credentials for all the three providers/services (listed in Step 11 of Initial setup for first node) are cluster-based and valid for both the nodes; therefore, any change made to either of them gets reflected in both the nodes. However, the changes made to the selected Unified CM server for each of the services is specific to that particular node only.

        2. Click Next. The Cisco Unified CCX Setup Result Information window displays the result of the setup with the warning messages to create CTI port groups (if there are any port groups created in Node 1 prior to adding Node 2, then you need to create the ports for this node) from the CTI Port Group Configuration page and configure individual ASR/TTS servers local to each Unified CCX node so as to make the ASR/TTS feature work over WAN.
        3. Perform the tasks as prompted by the warnings before you make your call center operational.
        Note   

        It is important that after performing initial setup configuration on the second node, the administrators must configure the failover collector settings for RTMT by choosing Tools > Service Parameters > AMC Service in Unified CCX Serviceability.

        Step 8   Run the Unified CCX Desktop Client Configuration Tool if you have not run after setting up the first node and then close your web browser.
        Note   

        If calls are to be taken only after both nodes (in an HA setup) are up, then the Unified CCX Desktop Client Configuration Tool has to run only once, otherwise run it twice; once after the first node is up and one more time after the second node is up.

        You have completed the setting up the Unified CCX second node for HA. To change the configuration settings that you made or to perform additional configuration activities, see the Cisco Unified Contact Center Express Administration Guide, available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

        Note   

        If you are upgrading a two-node Unified CCX (old version) setup having multiple device pools (for Call Control Groups) to Unified CCX 9.0(1), performing initial setup configuration on the second node after the upgrade would merge all multiple device pools to a single default device pool. However, you can manually assign a different device pool to the Call Control Group if the default device pool is not the intended one.

        Switch network deployment from LAN to WAN

        You can change a LAN-based two-node setup to work over WAN. To change the network deployment from LAN to WAN for a two-node setup, do the following:

        Procedure
          Step 1   Log in to the Publisher node using the Unified CCX Administration we interface.
          Step 2   Choose System > Server and delete the Subscriber node (Node 2) from the list.
          Step 3   Add the Subscriber node (Node 2) details again on the Publisher node. See Add second node for HA for details.
          Step 4   Reinstall Node 2. See Configure second node for HA for details.
          Step 5   Choose WAN as the Network Deployment Type during the initial setup of Node 2. See the Perform initial setup for second node for details.
          Step 6   Add or configure new Unified CM Telephony call control group(s) for the Subscriber node (Node 2).

          For more information, see the "Adding a New Unified CM Telephony Call Control Group" section of the Cisco Unified Contact Center Express Administration Guide available here:

          http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

          Examine log files

          If you encounter problems with the installation, you may be able to examine the install log files by entering the following commands in Command Line Interface.

          To obtain a list of install log files from the command line, enter:

          CLI>file list install *

          To view the log file from the command line, enter:

          CLI>file view install log_file

          where log_file is the log file name.

          You can also view logs by using Unified RTMT. For more information on using and installing the Unified RTMT, see the Cisco Unified Serviceability Administration Guide, available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html